• Provide operational support (on-site and remote) to QCS users and prisoners as required in a primarily Microsoft environment.
• Configure/install/monitor/support/manage the ICT environments by high level technical expertise.
• Provide a level of training of the QCS desktop environment and applications to QCS end users where required.
• Provide a level of training of the prisoner tablet environment and applications to prisoners where required.
• Develop and maintain QCS ICT documentation including knowledgebase articles and work instructions.
• Provide Tier 1/2 technical support and participate on the contact centre as a primary method of incident resolution.
• Accurately triage and escalate incidents where required according to policies and procedures.
• Prioritise allocated tasks, meet deadlines and manage own workflows to ensure tasks are completed in a client focused manner within defined service levels.
• Provide timely support to users and prisoners by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed service levels are maintained.
• Update, maintain and work within procedures for the maintenance of one or more technical domains.

Applications to remain current for 12 months.

Job Ad Reference: QLD/633727/25

Closing Date: Tuesday, 13th May 2025